Should EAPs Give a Hootily about Customer Service?

If you have been reading this EAP blog for a number of years, then you know I like to discuss how to apply EAP skills, knowledge, advantage, the attractive element of legal confidentiality, leverage, relationship building, risk identification opportunity, and organizational access to reach into organizations and spot new and emerging problems and opportunities that will save more lives and deliver more black ink to the bottom line. This is how you get management tostand up and notice how the EAP core technology works. (Especially since their CFO and managed care have sold them a bill of goods that are not true EAP.) Indeed, an 800# service as a substitute for a comprehensive workplace focused program is really a farce when you consider all that EAPs do and can do. For example, take customer service training. Of course EAPs were never designed to train employees in how to deliver customer service. But let me ask you this: Is it appropriate for EAPs to deliver seminars on stress management? What about relationship effectiveness in general? Would you say that helping employees to improve engagement, attitudes, optimism, and manage conflict better are worthwhile and appropriate for the EAP role? Of course you would. So, what do you think customer service is all about? I think you are getting my point. EAPs can REACH into risk. And these sorts of services, training in this case smartly delivered, can elevate your program and give it a permanent spot at the strategic table in the employer's boardroom. After all you have a perspective that no one else can give.

EAPs: Helping Job-stressed Employees at Risk for Stroke

People with high stress jobs have a 22 percent higher risk of stroke than those with low stress jobs. That’s what an examination of six studies concluded after following 138,782 people for 17 years. That is a big number. And that increases credibility in my view. What’s high stress? Answer: Time pressure, mental load, and coordination burdens. That's what the study focused on. Researchers to see physical labor as producing the same degree of mental stress. EAP Impact: Create services and programs which 1) give people more control over their work. Become a “control over your work expert” in your organization to reduce health problems and health risk by doing so. These at-risk jobs include nursing aides, waitresses, service industry positions among others. Anywhere people are faced with unpredictable demands and very little ability to have any control over when, how much, and the details of how they going to do that work create inordinate stress. Who in your organization matches this sort of occupational profile? There's the value added proposition. My suggestion is to forget the brown-bag seminar approach. Make it more programmatic than that. For example, invite employees into the EAP as self-referrals to discuss their job stress and discover how more control can be instituted. The answers you find may save a life.  Test your assumptions, ideas, and strategies. That is what these medical researchers are concluding. EAPs are in the most strategic place to make this difference. http://healthcare.utah.edu/healthfeed/postings/2015/10/101515_job.stress.php

 

Communication is the #1 problem in all workplaces. Managers continually criticize employees for poor written and verbal communication. Are you one of them? Don't be. Improve written and verbal communication skills with these five courses from WorkExcel.com - and get CEUs, PDUs, and credit toward you HR certification, EAP certification, and more.

2015 Impact of Marijuana on Colorado Report

I for one am impressed, mostly because they used facts and more facts to assemble this 11 part report (the third one) showing what's happening to the state of Colorado since the legalization of marijuana. The report does not paint a pretty picture. It's getting pretty nuts out there.

Did you know that the interdiction of pot being shipped in the U.S. mail from Colorado to other states is up like 5000%? Did you know that suspensions, pot smoking at lunch hour, kids smelling of Pot, expulsions, hospital admissions, driving while stoned, and crime associated with minors using pot is absolutely through the freaking roof? Check it out for yourself. I don't know if you are FOR or AGAINST legalization of marijuana, but this report is pretty compelling. THC content is also rising (well of course it is--when you combine market forces with legal pot, what else is there to compete for except higher THC?). THC content average between 17-18% in Colorado pot. It was 3.4% ten years ago.

Download the report here (hang in there..it is about 185 pages..let it load, then click save as): http://workexcel.corecommerce.com/pdf/2015-FINAL-LEGALIZATION-OF-MARIJUANA-IN-COLORADO-THE-IMPACT.pdf

Create a Welcoming Workplace (Tip Sheet Download)

After reading, download the free reproducible workplace wellness tip sheet
at this link: http://workexcel.corecommerce.com/e-newsletter/2015-08-21/index.html

(Summary) To educate employees help them understand the following:

1) Understand how cultural differences impact work behavior. People from different cultures may respond differently to everyday work situations.

2) That it is okay to ask questions. Some cultural differences can be hard to understand. For instance, employees from certain Asian cultures find it difficult to openly disagree with a superior. Never hesitate to ask your colleague what is the best way to communicate with them without violating their cultural norms

3) Check your biases. Creating a welcoming workplace includes a good dose of self-awareness. Turn off your autopilot response to stereotypes and "impressions."

4) Communicate effectively. Ensure that your colleagues clearly understand the expectations you have of them. Some may not ask after providing them with information or instructions.

5) Focus on individual strengths, not ethnicity. Assess the strengths, weaknesses, and preferences of each individual on your team; use this knowledge when assigning tasks and divide work according special abilities and talents.

6) ) Become a mentor. Mentor your new colleague to help them feel comfortable with the change, and help them understand the politics and interrelationships.

7) ) Stand up to discrimination. All of us lose when discrimination reigns. Be a change agent and recognize it when it appears. Don’t stay silent--be a proactive change agent for a welcoming workplace.